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Punk CX: Customer Experience Insights with Adrian Swinscoe

Experience is Everything - Interview with Jeannie Walters

·15 min·1 clip
Jeannie Walters explains why customer experience is proactive, not reactive, challenging common assumptions in her new book.
The episode begins with Adrian Swinscoe introducing Jeannie Walters and her company, Experience Investigators, founded in 2009. Walters discusses her book 'Experience is Everything', which is structured around mindset, strategy, and discipline for customer experience. She distinguishes customer experience as proactive versus customer service as reactive, emphasizing intentional design. Walters highlights the importance of aligning mindset through explicit customer experience mission statements to avoid inconsistent customer journeys. She references an Alan Alda quote about cleaning assumptions to see clearly. Walters critiques how many CX programs fail by not linking to organizational goals, sharing an anecdote where an attendee at her X4 keynote said her approach was the opposite of their company's. She compares CX leaders to chief financial officers, arguing they should optimize for organizational outcomes to gain respect. Walters advises starting small in CX improvements to build credibility. In a rapid-fire segment, she recommends focusing on outcomes, cites Costco's punk approach for community investment, and shares her personal philosophy of being unapologetically optimistic. The episode concludes with Swinscoe thanking Walters and promoting his website.

As heard by us

A grounded CX discussion on making customer missions explicit and tying them to leadership outcomes.

Customer experience can stay vague until leaders ask what it is meant to change. Adrian Swinscoe's conversation with Jeannie Walters keeps that question close, using her book, Experiences Everything: Making Every Moment Count in the Age of Customer Expectations, to look at how…

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Want to connect customer promises with the business outcomes leaders actually care about?

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